ANALISIS IMPLEMENTASI RESPONSIVE GOVERNANCE DALAM MENANGGAPI PENGADUAN LSM MENGENAI WARUNG MINUMAN KERAS DI KELURAHAN SEMANAN JAKARTA BARAT

Abstract

Implementation of Responsive Governance principles by the Semanan Sub-District in responding to complaints from the GERAM NGO using a qualitative approach and the responsiveness theory by Valarie Zeithaml (2015). The findings indicate that GERAM NGO remains dissatisfied with the complaint-handling services due to a lack of information transparency, unclear complaint status, and ambiguity in case resolution. From the six responsiveness’s indicators analyzed, only one was met—the ability to respond in the initial complaint stage—while the remaining five were not fulfilled. Therefore, this study recommends improving information transparency through a periodic reporting system that includes complaint statistics, response times, and resolution actions. Additionally, enhancements are needed in providing alternative solutions and complaint status updates, along with strengthening supervisory functions to regulate and limit the distribution of alcoholic beverages. Keywords: Responsive Governance, Semanan Sub-District, GERAM NGO, complaint handling, responsiveness theory, information transparency